Introduction:

Hello, my name is Sri lalitha and I am from Hyderabad . I have overall 3 years of
experience as customer agent. My work is to help customers with their issues like
refund or anything regarding the purchase the item so we use to actually Support
international used to support for Usa. Sometimes when the customer is looking for
purchasing something, we used to ask them to buy something like order to purchase
something like wireless mouse or antivirus used to do that actually.
Coming to my family background. We are four members in my family. My father is a
farmer my mother and I have a sibling . Coming to my strengths I have patience and
I am always positive. My hobbies are reading books and listening music. That’s all
about me. Thank you

Hi, this is Sravani. I have overall 2.3 years of experience as a process associate from
acert IT solutions Private Limited. My work here is to basically help the customers
with the replacement returns and also help them with troubleshooting errors like
when the customer does not know how to connect with the printer and how to
connect with the system. There might be a lot of issues so we used to help them over
chat and you know sometimes when there is a need of Access we also used to take
access of the customers system and help them accordingly. Are you still also handle
sometimes emails and calls as well. Whenever the customer wants us to call V also
used to make a call and help them . Coming to my family background we Are 3II am
married. I have a child. The client I worked was Dell technologies we used to the
laptop is Systems, Mouses, antivirus warranty.
Metrics:
c-sat: customer satisfaction after every
chat a survey will be trigged to the customer will
have to gives us a score from 1 to 5 if
they give 4 r 5 it will concidered as c-sat unless it is
considered as d-sat ( dissatisfaction ) csat should be more than 80%, i used to score
around 80 to 85%
AHT: avregae handling time average time of all the chats taken in a day
My target is 15 mins, I used to achieve 13 to 16 min
quality score: There is a team who will moniter our
chats and gives us a score based on few parameters
Our target is 80% I used to get 90% easily
Example chat flow
Greeting - Thank you for contacting _____ Customer support. How can I help you ?
Acknowledgement - I understand that you want to ( problem of the customer ).
Empathy - I understand what you are going through,I will feel the same if I am in
your place.
Assurance - Please be rest assured, I am the right person to help you with this.
Resolution - depends on the process.
Asking for extra help - Do you want me to help you with anything else today?
Closing - Thank you for contacting us. Have a wonderfulday!
what is customer service:
customer service is putting all the efforts to make customer feel happy and
comfortable to
continue bussiness with us
If recruiter asks any practical issue, statements for situation:
i apologize the customer for this inconvienence
i will assure for the correct resolution
Then i will check the account and will follow the process
i will escalate to the concerned team
e commerce:
buying and selling good r service via the internet and trasfer money and data is
called e commerce it is also called electroniuc
commerce r internet commerce
What is your fav colour?
White is my fav color, it stands for the symbol of peace, it also represents purity or
innocence. I feel very peaceful when I wear white clothes or see white color
Weakness - I will go through any extent to help the customers, which used to kill
my AHT initially but I have learnt to solve the issues at maintain AHT
at the same time
How will you handle irate customers?
I will be polite and patient with them. Understand their issue, emapthize them and
provide right resolution. Educate the customer with correct information. For
example if a customer is not happy with internet speed, I will check his plan and
check how many devices are connected to the router. If there are many devices, I
will educate him that the internet speed depends on total number of devices and
make him understand the situation
Irated customer - one the customers told me that he was subscribed to 50mbps
data but got billed to 100 Mbps. I politely explained him by checking last month's
bill. But still he did not accept. I have educated him about the last 3 months bills and
sent to his email. Explained him by opening all the bills individually and also helped
him with $10 credit.
1 dsat requires 4 csats
what is concurrency - no of chats handled at a time
What is your hold time? - 2 to 3 min
what is your AWT Average waiting time? 30 secs
Empathy: Empathy is putting ourselves in other place and expressing that pain
statements:
1. you are right, I too feel same if I am in your situation.
2.I am sorry that you had to deal with this.
3.I have experience this issue recently too we will help to this issue resolved
Do you have laptop? Yes
Are you staying in hyd? Yes
Are you still working? No, i got relieved from the company
How may calls have you handled per day?
Around 40-50 depends upon the flow and also sometimes more when there is
any sale going on
Why did you leave your previous job?
The project which I was working for got mind up and we did not have any other
projects at that moment. Also they offered me to join in another project but they
offered me a very less package. I like around 2.8 or something so I am not interested
to join and search Packers I had to take self relieving .
How many chats you used to handle per day?
30-40
Depends on the flow and some times less and some times more as well, when there
is Black Fridayor something like we used to handle more as well it depends on the
flow
What is your chat concurrency?
3-4
why are you interested in non technical jobs after doing B.tech?
I'm not that technically sound and I'm not interested to do technical jobs, B.tech I
joined because of my fathers force. I'm looking for customer roles because I enjoy
helping customers and I also feel I can improve my communication skills
Rotational and night shifts ok? – yes
Expected salary - as per company norms
Do you have all documents like relieving letter from your company? Yes